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Service Level Agreement (SLA)

Effective Date: May 6, 2025

This Service Level Agreement (SLA) outlines the standards of service to be provided by Vccpanda (the “Platform”) to users, including freelancers and buyers. By using the platform, you agree to comply with the terms and conditions specified in this SLA.

1. Introduction

The purpose of this SLA is to define the level of service provided by Vccpanda to its users and to set expectations regarding platform uptime, service availability, support response times, and overall performance. This agreement is designed to ensure that both freelancers and buyers can rely on the platform for efficient collaboration and timely service delivery.

2. Platform Availability

Vccpanda aims to maintain a 99.9% uptime for the platform. In the event of planned maintenance, users will be notified in advance, and any unplanned downtime will be resolved as quickly as possible.

  • Platform Uptime: The platform will be available for use 99.9% of the time, excluding scheduled maintenance periods.
  • Scheduled Maintenance: Maintenance notifications will be sent 24-48 hours in advance to users, and the platform will be offline for a brief period during such times.
  • Unplanned Downtime: In case of unplanned downtime, Vccpanda will work diligently to restore the platform’s functionality within 24 hours.

3. Customer Support

Vccpanda provides customer support to both freelancers and buyers to resolve any issues related to the platform, payments, or services. Our team is available to respond to inquiries and concerns.

  • Response Time: All inquiries made via email or the support system will receive an initial response within 24 hours on business days (Monday to Friday).
  • Resolution Time: Depending on the nature of the issue, resolution times may vary. Simple issues will typically be resolved within 48 hours, while more complex matters may take longer.
  • Support Hours: Support is available from 9:00 AM to 6:00 PM (UTC) on business days.

4. Freelancer Responsibilities

Freelancers are expected to meet the following service levels when providing services on Vccpanda:

  • Quality of Work: Freelancers must provide high-quality work that meets the buyer’s requirements and specifications.
  • Timeliness: Freelancers must deliver work within the agreed-upon timelines. If a delay is anticipated, the freelancer must notify the buyer as soon as possible.
  • Communication: Freelancers are expected to maintain professional and prompt communication with buyers throughout the project.

5. Buyer Responsibilities

Buyers also have specific responsibilities in ensuring that projects run smoothly on the Vccpanda platform:

  • Clear Requirements: Buyers must provide clear and detailed project requirements to freelancers.
  • Timely Feedback: Buyers are expected to provide feedback within 48 hours of receiving work from freelancers.
  • Payment: Buyers are required to make payment promptly after work is delivered and meets the agreed-upon criteria.

6. Dispute Resolution

Vccpanda provides a platform for freelancers and buyers to resolve disputes. In the event of a disagreement, the following process applies:

  • Mediation: If the buyer and freelancer cannot resolve the issue independently, they should submit the dispute to Vccpanda‘s customer support.
  • Final Decision: Vccpanda will intervene if necessary and make a final, binding decision based on the facts of the case.

7. Service Credits

In the event of unplanned downtime exceeding 48 hours, Vccpanda may offer service credits to affected users. These credits can be applied to future transactions or subscription renewals.

  • Eligibility: Service credits are available for issues that significantly impact the ability of freelancers and buyers to complete projects on the platform.
  • Issuance: Credits will be issued upon request and subject to approval by Vccpanda‘s support team.

8. Limitations of Liability

Vccpanda will not be liable for any indirect, incidental, or consequential damages arising from downtime, delays, or errors in service. We are committed to providing the highest level of service but are not responsible for issues beyond our control.

  • Responsibility: Vccpanda is not liable for losses due to user actions, incorrect project specifications, or third-party service failures.

9. Changes to the SLA

Vccpanda reserves the right to modify this SLA at any time. Any changes will be communicated to users via email or notifications within the platform.

  • Notification: Changes to this SLA will be communicated with a notice period of 30 days.
  • Acceptance: By continuing to use the platform after the changes are made, users accept the revised SLA terms.

10. Contact Information

If you have questions or concerns about this Service Level Agreement, please contact us:

  • Email: hello@vccpanda.net
  • Phone: +44 7476 810756
  • Address: 442 N Barranca Ave, Suite 192, Covina, CA 91723, USA